‘‘As a member of the community, I have been able to observe and see the vulnerabilities and crisis the community has been through. This has inspired my motivation to work for the community and be part of the change I hoped to see,’’ said Laylo*, a 21-year-old caseworker managing the GBV and CP hotline number in Baidoa.

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In Baidoa, Somalia, a city grappling with the challenges of conflict and crisis, Laylo* stands at the forefront of a vital service—managing the dedicated protection hotline 9997. This hotline is a crucial lifeline for survivors of gender-based violence (GBV) and child protection (CP) issues, providing a confidential and accessible means for those in need to seek help.

The introduction of hotline 9997 by Gargaar Relief and Development Organization (GREDO) in partnership with Save the Children International (SCI) through the GAASHAAN project was a significant step forward. Operating from 8:00 AM to 4:00 PM from Saturday to wedsday and from 8:00 AM to 12:00 noon on Thursdays, this toll-free hotline ensures that support is available six days a week. It was designed to offer a safe space where survivors can disclose their experiences without fear of exposure or retribution, addressing a critical need in the community.

Laylo*, a 21 years-old trained caseworker, that is deeply committed to her role was born and raised in Baidoa, Somalia. Following her graduation with a degree in public health from a university in her hometown, her career started as a case worker managing a toll-free number for GBV and CP issues. At the start of her career, she took part in comprehensive training on case management to ensure she can handle various types of cases effectively. This training was crucial for managing the diverse needs of callers and maintaining the high standards of the service.

Laylo*, as a part of the community had always had passion for helping her people. With the everly increasing crisis and the vulnerability of the community throughout the years, Laylo* was inspired to become a humanitarian worker.

Laylo* has been working as a case worker managing the hotline number. Each day, Laylo* handles a variety of calls, including reports of gender-based violence (GBV) and Child Protection (CP) requests for feedback, and inquiries about project information. She documents each case, using Kobo, a digital data collection platform, to record and analyze data. This allows her to prepare detailed reports and ensure that each case is managed with the utmost care and efficiency. The hotline’s focus on confidentiality is paramount, fostering trust and encouraging more survivors to seek help.

During her time, Laylo* has become familiar with different organizations that provide support to those in need. She was able to collaborate with local organizations and service providers including health centers, government institutes and international organizations to create a strong referral network, enhancing the availability of resources for those in need.

One of Laylo*'s memorable moments occurred when she received a call from a young woman in a dire situation, having endured ongoing GBV. Through their conversation, Laylo* was able to reassure her and connect her with emergency shelter and counseling services. The relief in the woman’s voice as she realized she was safe and receiving help was undisguised. Later, the woman reached out to thank Laylo*, sharing that she was rebuilding her life with somewhere safe. This experience reaffirmed the role of the hotline and motivated Laylo* to continue her work with dedication.

The challenges Laylo* faces are significant. On difficult days, she reminds herself of the people in IDP camps who need support, finding strength in her commitment to their welfare. She manages high call volumes, provides emotional support, and coordinates with social workers, legal aid providers, and emergency shelters. Laylo* also deals with the emotional toll of distressing situations, but she finds that the impact of her work deeply resonates with her sense of purpose.

One challenging call involved a distressed woman in immediate danger from an abusive partner. Laylo* calmly assessed the situation, provided reassurance, and connected her to a safe house and legal aid. This swift response was important in ensuring the woman's safety and well-being.

In addition to managing calls and providing direct support, Laylo* engages in community outreach and educational activities. She conducts awareness sessions to inform community members about available resources including the hotline and the importance of seeking help. By building trust and fostering a supportive environment, she encourages more individuals to reach out for assistance.

Looking ahead, Laylo* hopes to invest in her knowledge with ongoing training and professional development, continuously seeking ways to improve and adapt the services provided.

For those interested in a career in humanitarian work, Laylo* advises having a deep empathy and commitment to helping others as well as preparing for the emotional challenges of the job.

Laylo* believes that her work with the hotline is critical in safeguarding vulnerable communities that need immediate support, and she is happy that she is able to provide it.

 

Laylo*’s story:

"My name is Laylo*, and I’m 21 years old. I was born and raised in Baidoa, and I studied public health. As a part of the community, I have been able to observe and see the vulnerabilities and crisis the community has been through. This has inspired my motivation to work for the community and be part of the change I hoped to see.

I’ve been working in this field for less than a year, my role is incredibly meaningful to me. I’m responsible for managing our hotline, toll-free number and serving as the focal point at gender-based violence (GBV) desks within health facilities.

My main tasks include answering calls from women and children who are facing GBV or child protection (CP) issues as well as other community members, and connecting them with social workers and other service providers who can offer the help they need. I also conduct community engagement and sensitization efforts to emphasize the confidentiality of our toll-free line. My goal is to change community attitudes and perceptions, encouraging individuals to feel safe and secure when seeking help.

My day starts very early, around 5:00 AM. I start with morning prayers, then prepare breakfast for my family, get ready for work, and commute to the office by public transportation. I arrive at the office by 8:00 AM and attend a morning brief with my team to discuss ongoing cases and tasks any other emerging situations.

After that, I focus on my top priority tasks for the day, which include writing reports, taking calls, and participating in meetings. I take a break for lunch and prayer around 12:30 PM and then continue my work until I leave the office at 4:00 PM. When I get home, I spend time with my family, help my siblings with their Quran lessons and school, and then prepare for bed by 10:00 PM.

One of the biggest challenges in my work is handling high call volumes, especially during crises. It can be sometimes emotionally draining to hear about the distressing situations that people are going through, but it’s important to stay composed and provide the best support possible. Maintaining caller confidentiality is also important, particularly in close-knit communities where privacy can be difficult to protect.

I recall a particular moment when I received a call from a young woman who was in a dire situation, terrified, and unsure where to turn. She had been enduring ongoing domestic violence and didn’t know how to escape.

Through our conversation, I was able to reassure her and connect her with the necessary support services, including emergency shelter and counseling. Hearing the relief in her voice as she realized she was finally able to reach out and get support was incredibly rewarding. Later, she reached out to thank me and shared that she was rebuilding her life, feeling empowered and hopeful for the future. These kind of experiences reaffirmed the role the hotline plays in the community, and it made me proud of the impact we had on her life.

I offer a range of support and resources to the community, including immediate crisis intervention through our hotline, referrals to specialized services like emergency shelters, legal aid, and healthcare and sometimes feedback about available resources and information about projects. I also conduct outreach and educational activities to raise awareness about available support and emphasize the importance of seeking help through the hotline or any other available resources.

Reporting a call usually takes a few minutes, but it’s essential to capture all the details accurately. After reporting, our social worker responds as quickly as possible to coordinate the necessary support.

In the future, I plan to keep learning and growing through ongoing training so I can continually improve the services we offer.

For anyone interested in humanitarian work, I recommend developing a strong sense of empathy and being ready for the emotional challenges that come with the job.

I believe that my work on the hotline is important in protecting vulnerable communities, and I’m grateful to be able to provide this support.’’

Boodboodi*, 49, Community Member:

"Before the hotline, many victims felt alone and scared, worried that speaking up would only make things worse or that their privacy wouldn't be protected.

Knowing their information is kept confidential gives them the confidence to seek help. The hotline (9997) has truly changed our community.

Those who are in need of help or support including women and children now know they have a reliable support system that is just a call away."

Background / Project information

The GAASHAN Programme funded by the Foreign, Commonwealth & Development Office (FCDO) is aimed at providing sustainable humanitarian aid and prevention against protection and GBV risks in South Central Somalia, will directly benefit 43,756 individuals, including men, women, boys, and girls, with 5% being people with disabilities, across 18 districts in 9 regions. Additionally, around 117,200 indirect beneficiaries will be reached through advocacy and awareness efforts. The project is implemented by a consortium of organizations: Save the Children as Consortium Lead and organizations like International Rescue Committee, CARE International, Save Somali Women and Children (SSWC), Somali Women and Development Centre (SWDC), Somali Women’s Studies Centre (SWSC), and GREDO.